IT Service Desk Manager

TN United Kingdom; Leeds; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking global firm as a Service Desk Manager in Leeds, where you'll lead a dynamic IT Support team. This role involves supervising daily operations, ensuring effective incident management, and fostering collaboration across teams. With a commitment to inclusivity and professional growth, this firm offers a supportive environment for IT professionals eager to make an impact. If you're a skilled communicator and problem-solver with a passion for technology, this is your chance to advance your career in a vibrant, diverse workplace.

Benefits

Flexible working options

Inclusive workplace culture

Professional development opportunities

Qualifications

• Minimum of four years' experience in IT support or related role.
• Strong communication skills and ability to build relationships with stakeholders.

Responsibilities

• Supervise and coordinate day-to-day activities of the UK IT Support team.
• Ensure consistent handling of incidents and service requests.
• Promote knowledge sharing and best practices within the team.

Skills

IT Support

Problem Solving

Client-Server Networks

Windows Servers

Communication

Education

IT-related degree or equivalent experience

Tools

Service Management System

Call Tracking Software

Job description

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Are you an experienced IT professional looking to join a global firm with a collaborative, inclusive culture? Are you keen to further your career with an exciting new role? We're looking for an enthusiastic, committed individual to join our Technology Services team in Leeds and lead our UK Service Desk function.

Our Firm

Squire Patton Boggs is one of the world's strongest integrated law firms, committed to providing insight at the point where law, business and government meet. We deliver commercially focused business solutions to a diverse mix of clients, from long-established leading corporations to emerging businesses, start-up visionaries and sovereign nations.

With over 1,500 lawyers spanning more than 40 offices across four continents, the firm is renowned for its local connections and global influence, delivering comprehensive legal services across North America, Europe, the Middle East, Asia Pacific, and Latin America. In the UK, we have offices in Birmingham, Manchester, Leeds and London.

The firm is committed to promoting an inclusive and supportive working environment. Embedded by local champions in each of our UK offices, our well-regarded family and carer, wellbeing and DEI programmes provide a variety of flexible working options to support individuals' life journeys, helping our people pursue their personal and professional goals.

Our Team

The Technology function provides the firm with day-to-day and strategic IT services globally. These services include development, implementation and support for a range of applications covering desktop services, back-office applications and practice management. The Technology team also manages the firm's information technology infrastructure across all of Squire Patton Boggs' global offices.

Our Technology Services team work to resolve support queries from both internal and external clients. IT Support are responsible for servicing queries raised through the global IT Support telephone numbers and mailboxes with close to 24/7 coverage. The team is based across the US and the UK.

The team delivers first and second line support to the end user community, exercising a broad range of technical and problem-solving skills, investigating, researching, troubleshooting, escalating and/or resolving issues in an efficient manner. This is a complex multi-jurisdictional environment with an emphasis on security, compliance and policy.

Based in our Leeds office and reporting to the Director of Technology Services, the Service Desk Manager supervises and coordinates day-to-day activities and operations within the UK team of IT Support Analysts. You will work closely with the Service Desk Manager (US) and the rest of the Technology department to ensure a seamless, global Technology support service for the firm.

Some of the main responsibilities in the role include:

• Working with the US Service Desk Manager to ensure a consistent approach to the handling of incidents and service requests received by IT Support, coaching the team to effectively answer and resolve incoming calls.
• Jointly owning the Incident Management process together with the US Service Desk Manager.
• Establishing and maintaining a service management system for task management, call tracking, and gathering management information about incident management.
• Promoting knowledge sharing within the IT Support and office-based teams, and ensuring best practice and standard procedures are documented centrally.
• Working with the Regional Support Managers to encourage strong communication between office-based support, central IT Support and escalation teams.
• Working with the Technology training team to ensure that common training issues are identified, and best practice and procedures are embedded in training materials.
• Creating long-term strategies for growth and maintenance of the IT Support team (from both a UK and global perspective).
• Direct supervision and line management of UK IT Support Analysts.

You

The successful candidate will have a minimum of four years' experience in a related role. You'll be a strong communicator, and a credible individual comfortable building relationships with senior stakeholders.

You will be an excellent problem-solver, able to multi-task confidently and react quickly to developing situations. You will be able to exercise sound judgement in dealing with any incidents.

You'll have knowledge of client-server networks (Windows servers specifically) and other network topologies, and possess the ability to diagnose, troubleshoot and resolve hardware and software related issues in a Windows server environment.

What you need to know

If you are interested in finding out more about this role, please visit our Careers website at in the first instance. We will be reviewing applications on an ongoing basis, please complete an online application.

We are an inclusive employer and aim to ensure our workforce is representative of our diverse society. We welcome applications regardless of sexual orientation, gender identity and expression, age, neuro diversity or disability status, family or parental status, race, religion or ethnicity. We will make reasonable adjustments and adaptions to our recruitment process to ensure it is inclusive for anyone who wishes to apply. We may collect relevant data for monitoring as part of our candidate registration process.